Construction of Intelligent Customer Service System on E-Commerce Platform and Its Impact on User Experience

With the popularity of the Internet, e-commerce platform has become one of the main shopping channels for consumers. Building an efficient and intelligent customer service system is a problem that e-commerce platform must solve. This paper introduces the realization method of intelligent customer service system based on machine learning and rule base, and analyzes its influence on user experience. The experimental results show that the introduction of intelligent customer service system can significantly improve user satisfaction, service efficiency, user retention rate and conversion rate, which means that intelligent customer service system can better solve user problems and needs, improve user experience and create more stable and reliable value for e-commerce platform. This discovery is of great significance to e-commerce platforms, because they need to meet the challenges brought by the increase in the number of users and ensure the satisfaction and loyalty of users.